Contact center as a service (CCaaS) solutions offer the same functions and capabilities required to operate call and contact centers as premises-based contact center infrastructure. The functions that organizations consider when reviewing their contact center requirements include automatic call distribution (ACD); computer-telephony integration; interactive voice response (IVR); and universal queuing of internet channels, such as email, chat, short message service (SMS), social media and video. Also, the ability to support virtual operations, remote agents and subject matter experts that reside outside the traditional contact center operation. Moreover, proactive contact, including outbound dialing, email notifications, customer relationship tracking, management and operational support applications, including reporting, analytics, self-service portals and workforce optimization (WFO).
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